Research On Customer Relationship Management Of State Grid CY Power Supply Company

As the particularity of being a commodity and its attribute as natural monopoly,electricity has been controlled by a few enterprises in various countries.In China,the relationship between State Grid Corporation of China and China Southern Power Grid Corporation and its customers has been gradually neglected and diluted due to the monopoly of power marketing in most regions,rendering the customer relationship management remains at the early stage.Especially in recent years,the two companies will face huge market challenges with the rapid development of the reform of the distribution side of the power grid.Taking CY Power Supply Company as the research object,this paper elaborates the definition and emergency as well as the characteristics of customer relationship management of the power supply enterprise and technical support system.This paper takes literature review and investigation as the research method,considering the present situation of customer relationship management of CY Power Supply Company to analyze the deficiencies of the building mode and maintenance of customer relationship of it.Through the guarantee measures of customer relationship management,such as establishing high-quality service team,subdividing customer group,improving organizational structure,optimizing service process and service channels as well as creating characteristic brands,the optimization plan of customer relationship management would be developed for CY Power Supply Company.The purpose of this paper is to help CY Power Supply Company to improve customer relationship management and to enhance the competitiveness of the company with the background of the distribution side of the power grid,and to provide references for other companies in similar situations in customer relationship management.